Written by an internationally-recognised expert in the field of quality management, this text is an essential guide for understanding how to plan and implement a successful quality measurement program in your healthcare facility. It begins by presenting an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most.

Students will also learn how to select and define indicators to collect data and how to organise data into a dashboard that can provide feedback on progress toward quality measurement. Finally, this book explores how to analyse the data by detailing how variation lives in your data, and whether this variation is acceptable. Case studies are provided to demonstrate how quality measurement can be applied to clinical as well as operational aspects of healthcare delivery.

Key Features

Written by an internationally-recognised expert in the field of quality management

Helps students understand how to plan and implement a successful quality measurement program in a healthcare facility – not only how to measure but what to measure

Shows students how to remove the subjective nature of “quality” and provide statistical models and management protocols for measuring and evaluating health care provider performance through every phase of care and service

Presents an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most